Front Desk Supervisor

About the Role

We are seeking a Front Desk Supervisor to oversee operations at the Hilton Garden Inn Mystic/Groton. Evening and weekend availability is required.

Responsibilities

• Monitor and ensure compliance with all operational guidelines
• Participate in monthly Front Desk meetings to review new procedures and solicit employee input
• Handle and resolve guest complaints and employee issues
• Assign duties to employees and observe performance to ensure adherence to hotel and franchise standards, policies, and procedures
• Answer inquiries regarding hotel policies and services
• Perform Guest Service Agent duties as needed
• Provide training, including safety training, to front office staff as directed by Management
• Assist in scheduling front desk personnel within budget guidelines to ensure adequate staffing
• Maintain accurate records, including cash flow sheets, direct bill accounts, credit card payments, and registration cards
• Correspond with group and travel agents to address special requests for rooms and rates
• Assist with sales and marketing efforts as directed
• Perform all other duties as assigned

Competencies

• Problem Solving: Identify and resolve problems in a timely manner; develop alternative solutions; use reason even when dealing with emotional topics
• Customer Service: Respond promptly to customer needs; provide service and assistance
• Interpersonal: Maintain confidentiality
• Oral Communication: Respond well to questions; demonstrate group presentation skills
• Team Work: Contribute to building a positive team spirit
• Written Communication: Write clearly and informatively; read and interpret written information
• Delegation: Delegate work assignments; provide recognition for results
• Managing People: Make yourself available to staff; provide regular performance feedback; develop subordinates’ skills and encourage growth; solicit and apply customer feedback; improve processes, products, and services; continually work to improve supervisory skills
• Quality Management: Look for ways to improve and promote quality; demonstrate accuracy and thoroughness
• Business Acumen: Understand business implications of decisions; demonstrate knowledge of market and competition
• Diversity: Show respect and sensitivity for cultural differences; promote a harassment-free environment
• Organizational Support: Follow policies and procedures, including dress code policies
• Adaptability: Adapt to changes in the work environment; manage competing demands; handle frequent change, delays, or unexpected events
• Attendance/Punctuality: Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
• Dependability: Commit to long hours of work when necessary to reach goals
• Initiative: Ask for and offer help when needed
• Innovation: Generate suggestions for improving work; develop innovative approaches and ideas
• Planning/Organizing: Prioritize and plan work activities
• Professionalism: Treat others with respect and consideration regardless of their status or position
• Quality: Demonstrate accuracy and thoroughness; look for ways to improve and promote quality
• Safety & Security: Observe safety and security procedures; report potentially unsafe conditions; use equipment and materials properly